Service to Users
At its heart, librarianship is a profession that connects people with literature, knowledge, and information. As such, the value and effectiveness of the librarian in an academic setting rely heavily upon a commitment to the highest levels of service. While interpersonal skills on an individual basis are critical, it is equally important that librarians and staff coordinate their efforts so that exemplary levels of service become the standard library-wide.
Understanding Patron Needs
In the fall of 2009, I proposed and carried out a study to assess patron usage of the Entrance/Exit Desk at Northwestern University's Main Library, which I staffed on weekday afternoons. Previously, no such statistics had been kept at this desk, which is the initial point of public contact between the library and its patrons. While the desk does not provide research support, it is a significant source of information, in terms of directional reference and policy explanation, for patrons navigating a massive, complex facility.
In analyzing a sample of twelve weeks of usage statistics, I was able to identify periods of peak usage during the Fall Quarter. Additionally, I was able to determine which areas of the library were the most frequent topics of inquiry by patrons. I feel that through this type of assessment, libraries stand to better comprehend the needs and expectations of their patrons, and can make more focused efforts on improving service.